Posts

  • Pavol Procka
    5+ chats abandoned within 30 mins55.0
    Topic posted May 11, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    5+ chats abandoned within 30 mins
    Content:

    Hi,

    Hoping somebody uses something similar or will know how to proceed. I made a report to show abandoned chats (customer left before agent got engaged) and wanted to fire alerts when 5 or more are abandoned within the last 30 mins. The Alert does fire, but the report only shows one chat, instead of all 5.

    I am working off an exception (chats.first_engaged IS NULL) that needs to fire 5 consecutive times and the report is set to look at the last 30 mins.

    Please ignore the other alerts scheduled there, I am concerned about those with the subject "5+ Chats Abandoned within 30 min".

    Any idea what I am doing wrong?
    I have attached the report xml.

    Many thanks

    Pavol

    Document:
  • Pavol Procka
    Agent First Name in Standard TextAnswered3
    Topic posted December 29, 2017 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Agent Desktop public
    Title:
    Agent First Name in Standard Text
    Content:

    Hi,

    I was wondering whether anyone has a way to get the agent first name to Standard Text. What I am looking for here would be using the accounts.first_name table, but that is not available in the custom fields menu. I don't want to use $incidents.assigned.acct_id cause we also have the 1st letter od the last name there.

    Anyone knows of a handy workaround?

    Many thanks

    Pavol

  • Pavol Procka
    Agent Survey ReportingAnswered45.0
    Topic posted November 21, 2017 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Surveys and Outreach public
    Title:
    Agent Survey Reporting
    Content:

    Hi,

     

    I am trying to report on all Surveys that were sent for a specific agent no matter whether they were responded to.

    The reason for this is that we have 2 agents who are not receiving any QA survey results. When I looked through a few of their email incidents  manually I could see that the QA survey function seems to be firing. I would like to confirm whether it is firing on all of their emails.

    The 2 agents are using the same profile, group, workspace as the other 25 for which it works fine.

    Any pointers please?

    Many Thanks

    Pavol

  • Pavol Procka
    Alert for Abandoned ChatsAnswered3
    Topic posted January 16, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Alert for Abandoned Chats
    Content:

    Hi,

    I was wondering whether somebody has done anything similar. I have a request to create an Alert every time a chat goes abandoned from a specific queue. The Alert should contain the email address of the customer who was abandoned.

    The reason for this is to allow pro-active contacting of such a customer in as short time as possible.

    I get that I will not be able to use the real time chat tables, but I don't mind if there is an up to 15 mins delay.

    I have a report that shows abandoned chats, and am hoping to be able to add the Alert through an exception.

    Here is where I need help. The expression I have to show the abandoned chats is:

    if(chats.first_engaged IS NULL, 'Abandoned', 'Agent Engaded')

    Can I use this to create the Exception? Was thinking something like:

    Expression: chats.first_engaged

    Operator: is null

    Then I would just have the Alert go off every 1 time the Exception is met.


    Second, can I then get the Alert to only send the abandoned chats, or can I only have it send the whole report? Will it work if I just add the filter on the schedule options?

     

    Many thanks

    Pavol

     

  • Pavol Procka
    Alerting to abandoned chatsAnswered45.0
    Topic posted May 15, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Communication Channels public
    Title:
    Alerting to abandoned chats
    Content:

    Hi,

    I am wondering if anyone here is using an alert for abandoned chats? If so, what are you using as the exception? I am trying with chats.first_engaged IS NULL but when I set the alert to fire when the exception is met 5 consecutive times or more, the report that comes in the alert does not show 5 chats, but even just 1.  I would appreciate any examples you are using to alert supervisors on abandoned chats within a specific period.

     

    Many thanks

     

    Pavol

  • Pavol Procka
    Alerts - Only include the last incident that meets the...Answered3
    Topic posted January 22, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Alerts - Only include the last incident that meets the exception criteria
    Content:

    Hi,

     

    I have created a report that sends an Alert every time a chat goes abandoned. I based it on an exception with the following parameters:

    Expression: chats.first_engaged

    Operator: Is Null

    The Schedule is set to run the report every 15 mins and the report looks back 1 hour.

    Is there a way to have the Alert only send the report with the last abandoned chat every time the exception is met, so that it does not include all the abandoned chats within the last hour?

    Many thanks

    Pavol

     

     

  • Pavol Procka
    Alerts from the chat_queue_stats_rt table3
    Topic posted March 27, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Alerts from the chat_queue_stats_rt table
    Content:

    I am trying to create an alert for Chats Waiting. I was hoping to simply create an exception in the chat monitor report, however it will not let me do it if I am using the chat_queue_stats_rt table.

    To show the number of waiting chats, I am using the column chat_queue_stats_rt.cur_chats_waiting but when I try to add the exception with that expression it will not allow me. Looks like it is possible with the chat_queue_stats table, but that is not what I want as that data is delayed (I believe by up to 15 mins) and I am looking for real time alerting so that the waiting chats situation can be dealt with pro-actively.

    Any pointers?

    Version:
    Nov 2016
  • Pavol Procka
    Alerts sending two emails16
    Topic posted May 11, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Alerts sending two emails
    Content:

    Hi,

    I am wondering if anyone came across the same issue and if so how did you solve it?
    I have some alerts setup and they seem to be firing correctly, however the recipients are receiving the same report twice.

    They do not show in the Report Management as they are not Scheduled reports, just alerts.

    For the life of me, I cannot figure out why they are sending twice.

    Many thanks

    Pavol

     

  • Pavol Procka
    Audio Alert on Reports (Exceptions)Answered75.0
    Topic posted December 11, 2017 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Audio Alert on Reports (Exceptions)
    Content:

    Hi,

     

    Is it possible to have an exception give an audio alert? In my case, I was asked if we can provide one for a report we use for Live Chat Monitoring.

    Basically, we would like the report to make a sound when an exception is met (i.e. when a chat is waiting for a specific time).

    I hoped this would be possible through an Exception, but there is only a visual alert (flag, color...) possible as far as I can see.

    Anyone came across similar requirement and has a solution?

     

    Many Thanks

    Pavol

    Version:
    Service Cloud Nov. 2016
  • Pavol Procka
    Automatically Disable the "Auto Filter" function
    Topic posted March 29, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Automatically Disable the "Auto Filter" function
    Content:

    The below is only happening when opening the Incident Search reports through the Quick Search Section. If I open the report from the Report Explorer, the Auto Filter settings are reset (it is inactive).

    We have added the Analyse section to our employees report's ribbon. Now, when the employee opens the Incident Search report, clicks the Auto Filter and selects values to filter for, this settings seems to remain saved. When the employee then closes the report and opens it again, (even with different search) the filter settings stay the same (Auto Filter stays active).

    Is there a way to automatically reset this to disabled every time a report is opened?

    Many thanks

    Pavol

    Version:
    16D